- Company Name
- Widen the Net Limited
- Job Title
- IT Support Technician
- Job Description
-
**Job Title**
IT Support Technician
**Role Summary**
Provide first and second line technical support within a high‑tech environment, acting as the primary escalation point for the IT support manager. Resolve incidents across Mac OS X, Windows, and Linux platforms while handling networking, Active Directory, storage, backups, and digital workspace tools. Maintain ticket backlog, conduct root‑cause analysis, document solutions, and support IT projects and inventory management.
**Expectations**
- 6–12 months of direct IT support experience.
- Strong client‑facing communication and problem‑solving skills.
- Ability to work independently and as a right‑hand to the support manager.
- Commitment to SLA performance and documentation standards.
**Key Responsibilities**
- Respond to and resolve user incidents via ticketing system.
- Escalate unresolved issues to appropriate teams or higher‑level support.
- Troubleshoot Mac OS X, Windows, and Linux systems and associated applications (Okta, Atlassian, Slack, Confluence, Google Workspace).
- Configure and maintain network settings, Active Directory, storage, and backup solutions.
- Clear and prioritize ticket backlog, ensuring timely follow‑up with end users.
- Produce clear, concise documentation for incidents and solutions.
- Assist in IT network configuration, project tasks, and hardware/software inventory.
- Participate in root‑cause analysis and continuous improvement initiatives.
**Required Skills**
- Proficient with Mac OS X; working knowledge of Windows and Linux.
- Familiarity with G Suite, Okta, JAMF/Airwatch, Atlassian suite, Slack, and Confluence.
- Strong analytical, troubleshooting, and root cause analysis capabilities.
- Excellent written and verbal communication, client‑service orientation.
- Detail‑oriented, organized, and able to manage multiple priorities.
**Required Education & Certifications**
- Minimum of a secondary education qualification (e.g., high school diploma).
- Relevant IT certifications (e.g., CompTIA A+, Network+, MCSA, or equivalent) preferred but not mandatory.